Service provider
Related papers: 20
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Top Cited Papers
Brave new world: service robots in the frontline
Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins
Citations: 2082 • 2018
Domo Arigato Mr. Roboto
Jenny van Doorn, Martin Mende, Stephanie Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal, J. Andrew Petersen
Citations: 1237 • 2016
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Elicit Compensatory Consumer Responses
Martin Mende, Maura L. Scott, Jenny van Doorn, Dhruv Grewal, Ilana Shanks
Citations: 1098 • 2019
Engaged to a Robot? The Role of AI in Service
Ming‐Hui Huang, Roland T. Rust
Citations: 1014 • 2020
Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
Teresa Fernandes, Elisabete Oliveira
Citations: 571 • 2020
Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?
Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, Paul G. Patterson
Citations: 541 • 2020
Service robots in the domestic environment
Jodi Forlizzi, Carl DiSalvo
Citations: 509 • 2006
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton
Citations: 448 • 2020
Service Robots: Drivers of Perceived Responsibility for Service Outcomes
Moritz Jörling, Robert Böhm, Stefanie Paluch
Citations: 318 • 2019
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success
Daniel Belanche, Luis V. Casaló, Carlos Flavián, Jeroen Schepers
Citations: 292 • 2020
Replaced by a Robot: Service Implications in the Age of the Machine
Fraser McLeay, Victoria‐Sophie Osburg, Vignesh Yoganathan, Anthony Patterson
Citations: 258 • 2020
Corporate Digital Responsibility in Service Firms and Their Ecosystems
Jochen Wirtz, Werner H. Kunz, Nicole Hartley, James Tarbit
Citations: 253 • 2022
Who gets the blame for service failures? Attribution of responsibility toward robot versus human service providers and service firms
Xuying Leo, Young Eun Huh
Citations: 245 • 2020
Retail Branding and Customer Loyalty: an overview
Dhruv Grewal, Michael Lévy, Donald R. Lehmann
Citations: 188 • 2004
Service robots or human staff: How social crowding shapes tourist preferences
Yuansi Hou, Ke Zhang, Gang Li
Citations: 172 • 2020
Understanding and Improving Consumer Reactions to Service Bots
Noah Castelo, Johannes Boegershausen, Christian Hildebrand, Alexander P. Henkel
Citations: 169 • 2023
A Systematic Review of Artificial Intelligence and Robots in Value Co-creation: Current Status and Future Research Avenues
Valtteri Kaartemo, Anu Helkkula
Citations: 153 • 2018
How Smart Should a Service Robot Be?
Jeroen Schepers, Daniel Belanche, Luis V. Casaló, Carlos Flavián
Citations: 151 • 2022
Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?
Alei Fan, Luorong Wu, Anna S. Mattila
Citations: 148 • 2016
The service triad: an empirical study of service robots, customers and frontline employees
Gaby Odekerken‐Schröder, Kars Mennens, Mark Steins, Dominik Mahr
Citations: 142 • 2021